AssistRx · 16 hours ago
WFM Analyst (Hybrid 11-7PM)
Orlando, Florida, United States
Full-time
Hybrid
Entry, Mid Level
2+ years expAssistRx is a fast-growing organization that combines technology, talent, and healthcare expertise to improve patient access and outcomes. The Assistant Workforce Management Analyst plays a critical role in optimizing call-center operations by focusing on forecasting, scheduling, and performance analytics to enhance productivity and service levels.
HealthcareInformation TechnologyHealth Care
No H1B
Responsibilities
Monitor live call queues, intraday performance, and staffing thresholds to ensure SLA and service-level adherence
Proactively identify staffing gaps and recommend real-time resource reallocation
Administer volume contingency and surge plans as needed
Perform historical and intraday analysis to identify trends, patterns, and root-cause drivers of forecast variance
Develop, maintain, and deliver dashboards, leadership reports, and real-time operational views
Create staffing models based on call arrival patterns, workload assumptions, and productivity metrics
Partner with leadership to model the impact of staffing changes on performance outcomes
Serve as a subject matter expert for Workforce Management (WFM/WFO) platforms, including: Configuration, scheduling logic, algorithms, workgroups, skills, and workflows
Maintain integrations with external systems (e.g., ADP, JIRA, New Leaf, CRM tools)
Ensure consistent processes and optimal utilization of WFM tools
Evaluate operational processes and recommend improvements to increase efficiency and scalability
Lead or support workforce-related initiatives and projects aligned with business goals
Communicate findings, insights, and recommendations clearly to cross-functional stakeholders
Qualification
Required
High school diploma or GED plus 2–3 years of relevant experience, or equivalent combination of education and experience
2+ years of workforce management experience in a call-center or patient support HUB environment
Strong understanding of contact-center KPIs, staffing strategies, and performance management
Proven ability to analyze data, identify trends, and develop staffing recommendations
Ability to work independently, manage priorities, and meet deadlines with minimal supervision
Strong written and verbal communication skills
Advanced proficiency in Excel (pivot tables, formulas, data analysis)
Preferred
Hands-on contact-center experience and working knowledge of leading WFM platforms such as Verint, NICE IEX, or similar solutions
Benefits
Matching 401(k) with immediate vesting
Medical, dental, vision, life, & short-term disability insurance
Company
AssistRx
AssistRx, Inc provides healthcare information technology solutions to the Specialty Pharmaceutical distribution channel.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-02-22Acquired
Leadership Team
Edward Hensley
Co-Founder & Chief Commercial Officer
Adam Dresen
Chief Technology Officer | CISO
Recent News
2025-09-30
Company data provided by crunchbase